CX Journey

APRIL 3, 2019

Customer-centric companies do the following to ensure the organization knows its reason for being, i.e., the customer, and to embed the customer into the DNA of the organization. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

CX Journey

APRIL 3, 2019

Customer-centric companies do the following to ensure the organization knows its reason for being, i.e., the customer, and to embed the customer into the DNA of the organization. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

ClearAction

AUGUST 3, 2023

Each work group did a 5-Why’s exercise, and their single-page strategy action plan addressed each 5th why. We recaptured millions in hours and dollars for customers and ourselves.These savings are marketing/sales gold for attraction and retention, sales velocity, and margin expansion. for each group’s own report.

Strategy 62

Strategy Customer Experience B2B Groups 62

ClearAction

JUNE 25, 2023

Each work group did a 5-Why’s exercise, and their single-page strategy action plan addressed each 5th why. We recaptured millions in hours and dollars for customers and ourselves. is riskier when it’s not rooted in customer insights and agile development. for each group’s own report.

e-support 62

e-support Leadership B2B Groups 62

Qualtrics

SEPTEMBER 15, 2020

This is where you take customer insights from the digital channel - whether it's to fuel product innovation or focus on experience optimization - and move quickly to ensure that teams have access to these insights in as close to real-time as possible. Take your digital experience to the next level with our Digital CX toolkit.

Brands 26

Brands Omni-Channel Healthcare Innovation 26

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. customer feedback data), involving customers, and defining customer outcomes. . Personas help unlock customer insight. Source: MyCustomer.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195